Eliminate department siloes
Customer experience design is all about eliminating department siloes and a unified, global approach will help avoid most problems that make customers unsatisfied. So for example, it will prevent inconsistencies in customer experience across the whole journey which are caused by underused organization resources or unsynchronized processes.
Imagine the customer journey, step by step, feature per feature
Each and every step of the customer journey has to be thought of as a part of the customer experience. This makes customer experience design a top-down process. It starts from a global perspective and goes down to the analysis of each specific features, resulting in a holistic approach:
- Implement IVRs, voice or visual, to improve self-service capabilities as an optional, yet useful path for the customer journey.
- Use intelligent and proactive routing based on full customer data to target the right agent with the right answer for the customer, regardless or the channel.
- Optimize your workforce and provide your agents with full customer knowledge, from all departments, eliminating data siloes.
Improve the customer experience design
We live in a fast paced world and everything is changing quickly - customers, offers, products, and even competitors. You need to consider this in your customer experience design and be agile when tailoring the customer journey. Therefore, the ability to adapt to each and every new situation is another key best-practice. Customer satisfaction is your best but also most volatile asset. Use customer feedback, reporting, business and big data analytics to think and rethink the design for continuous improvement of the customer experience.